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Need JQL query for no public comments added to customer in past 48 hours

kotha Eswar rao

I need an JQL query to check if the support resources was not updated the public comment towards customer in past 48 hours, is there any query could you please suggest, as we need this logic to monitor the support tickets on daily basis

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Jack Brickey

There isn’t a JQ out query for that. If this is something that is a constant in your environment, that is your agents need to respond to every ticket every 48 hours then I would consider an SLA. Would that be an option?

Jack Brickey

Another idea would be to create a date field that is updated via automation every time a public comment is made. Then you could use JQL to access that field.

kotha Eswar rao

I need the JQL query (For example, if support resources/Agent not updated the external comments towards customer <=-2 days)

As of now i am using the below mentioned query , but the concern is it is showing the tickets with the combination of Internal/External comments, I need the JQL query specifically , if the support resources are not updated the external comments towards the customer for <=-2 days

updatedDate<= "-2d" AND type=Incident AND ( status ="1st line support" OR status=Assigned or status=Assign or status ="Root Cause Analysis")

Please suggest an JQL query for the above issue

Jack Brickey

Sorry I should've been clear in my initial response. You cannot achieve this with JQL without considering the creation of a custom field and using automation to update that field. As I had mentioned previously.

Interestingly enough I too am in need of the ability to query for public versus internal comments at this very moment. Unfortunately that is not possible. Consider voting and watching this open suggestion - JSDCLOUD-4286 -Provide a JQL function which is able to differentiate between public and internal comments.

Yuliia_Borivets__SaaSJet_

Hi @kotha Eswar rao
If you're comfortable with another solution rather then JQL, there is an add-on from the Marketplace. It's Issue History and it's pretty simple to use. You can look back for ticket history in table format and quickly find out if there were any comments added. Just choose 48 hours or dates you need from the calendar.

My team has developed this app. I'll be happy if it helps you. Anyway, wish you find the best solution for you.

Kind regards,

Yuliia

kotha Eswar rao

Thank you for sharing the clear information @Yuliia_Borivets__SaaSJet_

could you please let us know whether the ' issue history plug in' is an trail version or Paid version

if it is an free trail version could you please let us know how many days it will be for free version

Regards

Eshwar

Yuliia_Borivets__SaaSJet_

Hi @kotha Eswar rao

This is a paid plugin, but there is a free trial version for one month. So you can test if it will be helpful for you. You will see the date till which it's free after the installation.

Regards

kotha Eswar rao

Hello @Yuliia_Borivets__SaaSJet_

Thanks for the information, After completion of free trial version what will be the Cost for this Plugin - Issue History

And Also could you please also share the Cost for the Plugin - Script Runner

Regards

Eshwar

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